AFSA Comments on the CFPB Consumer Complaint Portal
On July 21, 2025, AFSA submitted comments to the CFPB regarding the consumer complaint portal. In particular, this request was focused on the onboarding form that companies use to access the complaint portal, but we took the opportunity to provide wider feedback on the overall system.
Regarding the onboarding form, we pointed out that some of the elements requested from companies seem unnecessary for the specific purpose of providing creditors with access to the complaint portal. We asked the CFPB to review the form and limit the information requested to the minimum needed.
On the complaint portal generally, we repeated our longstanding observations that the complaint portal is in dire need of attention. As the portal works currently, there appears to be no effective quality control to ensure that submissions actually are complaints from real customers. The complaint portal has also become a new place to file credit reporting disputes, although existing law and regulations provide specific mechanisms for those. We also pointed out that the practice of publishing complaint narratives is not necessary under law and harmful. Taken together, we see that the complaint portal is not delivering information that is reliable.
Our letter suggests several steps the CFPB should take to improve the accuracy of items that are submitted to the CFPB complaint portal. If submissions to the complaint portal had some level of vetting and quality control, creditors would be better able to respond to consumer complaints in a timely manner with a specific response.
July 23rd, 2025
Recent Posts
- AFSA Webinar | How Leading Lenders are Automating for the Next Demand Surge
- Regarding the 10th Circuit Ruling
- Scammers Offering AFSA Member Lists
- AFSA Webinar | How Leading Lenders are Automating for the Next Demand Surge
- Industry Expertise | Building Trust in Financial Services: Why Verified Messaging Matters